Genesys Agent Copilot troubleshooting guide

Issues with Agent Copilot panel

Issue: Agent Copilot panel is not appearing for the agent.

• Reason 1: The agent has no permission to see the Agent Copilot panel.
  • Solution: The agent needs Assistants > Copilot > View permission to see the Agent Copilot Set the permission according to the description in Permissions and roles for Genesys Agent Copilot. 
• Reason 2: Agent Copilot is not assigned to the queue
  • Solution: Assign the Agent Copilot to the queue. Follow the process description in Create a new Genesys Agent Copilot.

Issue: No suggestions are appearing on the Agent Copilot panel.

• Reason: The configuration is wrongly set to Agent Assist.
  The cause of this issue is that Agent Assist and Agent Copilot suggestions are not compatible with each other, as Agent Copilot produces new type of suggestion events. If a configuration becomes Agent Assist, the runtime produces the old suggestions, to which the Agent Copilot panel is not subscribed.
  • Solution: If the Copilot configuration looks to be empty; for example, the nluConfig is missing, recreate the Agent Copilot configuration according to the description in Create a new Genesys Agent Copilot.

Issue: Intent-based suggestions are not appearing.

• Reason 1: the intent matching confidence is lower than the threshold.
  • Verification:
    1. Click Admin.
    2. Go to Contact Center > Agent Copilot.
    3. Open the Copilot configuration that you detect the issue with. 
    4. Check the NLU confidence threshold under the Advanced settings tab. The default is 0.4. Adjust the threshold according to your needs.
    5. Under the Natural Language Understanding (NLU) tab, click the Test NLU button in the top-right corner to test the NLU model with some utterances. Check if the confidence score is equal or above the configured confidence threshold.
  • Solutions:
    • Give more training phrases to the NLU intents.
    • To allow in more true positives, lower the threshold. Always test the NLU, and see if the number of false positive suggestions increases alongside the setting.
• Reason 2: Active intent is the same, and the rule is already matched.
  This is intended and by design, as intent-based rules work differently than knowledge search. While knowledge search is the “fallback” rule, it runs whenever no other rule matches, and tries to give back the best answer for each customer turn; intent-based rules only trigger if the Active Intent changes, so it does not give back the same suggestion for the intent that is already the active one, so it was already suggested as the last rule-based suggestion.
  • Verification:
    1. Start a new conversation and see that the rule displays the suggestion; or change the topic to trigger another rule based on another suggestion.
    2. Retry the suggestion that did not appear.
    3. If this works, then you have verified that the intent-based rule was already triggered in before in the same conversation, and the active intent did not change.
    4. If intent-based suggestions are systematically not appearing, then this is not the reason for the issue.
  • Solution: This is by design.

Issues with Agent Copilot enabled After Call Work panel 

Issue: wrap-up code predictions do not appear in the ACW panel.

• Reason 1: Configuration errors.
  • Verification and solution: give all wrap-up codes a “description” that match “reason for contact” the best. Assign wrap-up codes to be predicted to the queue.
• Reason 2: Lack of language support.
  • Verification and solution: check Genesys Cloud supported languages, as Agent Copilot might partially support a language. For example, wrap-up code prediction may not be supported.

Issue: Summary does not appear in the ACW panel

• Reason: Known feature gaps, limitations.
  • Verification: If the call was transferred, summary is not generated. If there is an after call survey for the customer, the summary is delayed for the agent until the customer wraps up the conversation.
  • Solution: Genesys is currently developing a solution.

Issue: Advanced summary fields do not appear in the ACW panel.

• Reason: Lack of language support.
  • Verification and solution: check Genesys Cloud supported languages, as Agent Copilot might partially support a language. Advanced summary features may still not yet supported.